Cenlar - the absolute worst customer service, on-line and thru the call center. I marvel at how they have brought incompetency to new high levels by there own design. You can't make this stuff up as they say because - no one would believe it. Cenlar robo calls you and leaves you a message about once a week to have you call them. Great time waster - When you call them they you put on hold requiring you to listen to a repeated message about how you should go to the website information, repeat, repeat repeat. Well I don't know why im calling and the robo message said to call the call center. When you finally get through, past all the security questions the agents have no idea why you are calling. Every single time. " how can I help you? I don't know, you called me to call you." what did you want me to call you for? " then the fumble around trying to figure out reason - some of the responses were laughable and on a couple occasions the agent would hang up on you. After a year or so of this told the agent that a live person from Cenlar can call me anytime however, under no circumstances can you robo message me to call you. You may not waste my time and you would think the company time. Understand? live person - absolutely / robocall - no! So guess what they do - they would send e emails twice a week telling me to go to the website because my personal information needed updating. i would go to the website each time - my personal information was fine. I asked a call center agent why I was getting these emails. It was my file was marked as " may not call " for marketing purposes. When I told the agent Cenlar can absolutely call me anytime - as long as there is a person on the line - not a message to call. "computer says no" - little britain. These are subtle forms of harassment. Here is some more comedy, 80% of my the financial information was outdated or incorrect and still is - it's been a year and 1/2 that I have been telling them this. Why they insist on sending customers to the website is beyond comprehension. Its not correct, it's never current, it's utterly useless to the customer and it leaves you feeling ZERO confidence the the company. I've taken screenshots weekly for the past 1.5 year. I have written to customer service regularly outlining the state of my information. i've even told the agents at the call center. one agent told me that it was protocol to put in the wrong information and then correct it. I AM NOT KIDDING. i have all the agents names and id numbers. At one point i had some major issues with their customer service mistakes as it impacted my credit score. At this point the agent said that they had just created a "ombudsman" type department to deal with the overwhelming complaints. The agent put me through to this department where went over everything in detail. She said the someone would call back before then of the work day......crickets. no one ever called back. and i didn't either... they wore me down. i didn't choose to work with this company. my mortgage was dumped there by the worst bank in america citibank. or sh*tibank as it known. a story for another day. read more

Cenlar has NO customer service. None what so ever. I have been on hold for more than 3 hours today to not get anywhere or any assistance. I've continuously asked to speak to a supervisor but have been hung up on now multiple times. Stay away from this company. I can assure that I will never do business with them again. read more

Multiple messages sent on their website- none answered. Hours on hold trying to get information. Several agents could not answer basic questions. They would place me on hold and drop the call. I was able to make pre-payments on the website. I finally got an agent and requested a payoff statement. One arrived 2 weeks later with a NEGATIVE payoff amount, which would indicate I satisfied the loan. I called again and no agent could tell me if the loan was satisfied. I don't know how to make a NEGATIVE payment to satisfy the mortgage. I will have to complain to the NYS Dept. of Financial Services. Anyone with a problem should file a complaint with their state agencies. read more

Cenlar gets zero stars, but that's not an option. I just now called to tell the bank my house is sold, closing this month, and to inquire if the payoff amount is the most recent amount on my statement. I should have written down his name and identification number. This rude man, who apparently has personal problems with women, would not stop talking over me, and would not let me speak. I finally said, yes payoff please - he hung up on me!!! Never in my life have I dealt with a more unprofessional, incompetent company. Now I am calling the BBB. Glad to be done with Cenlar!! read more

They fix my problem also I edit my stars. Thank you. There're bad with Communication and customer service. Save ur money if they have chance to charge more money they going to. how can I touch with u ? read more

Cenlar - Mortgage company - Mortgage Lenders Near Me - Ewing, New Jersey

CENLAR disabled my automated mortgage payment. Disabled my Online mortgage payments completely. When I try to activate - it tells me I can only do it by calling 866-224-0135. Well guess what - I tried 10 times 10 different days - can never get a live person on the phone. Now they are complaining they can't get a payment from me all the while not giving me any opportunity to pay! This is the most idiotic system I have ever dealt with. read more

Please someone from Cenlar contact me. I need to speak with someone ASAP. Cannot get through on the phone. Cenlar yelp reps- how can I get help??? I see you replied to several peoples reviews.. how can I get ahold of someone directly! read more

UBS uses this company to service it's loans. I paid off my loan and they never sent the escrow check back. The check was for more than $20k. I had to borrow money to pay taxes. They still haven't refunded the money after almost 6 months. When called they said there is NO WAY they can send out a check by UPS/FedEx. It will take 4 more weeks for me to get my money because they are stuck in 1990's when it comes to sending money out. But when they need your money, every option under the sun is available from this century. Look at their BBB rating. Their accreditation has been revoked. UBS and all lenders should take their business away from them and send it to a startup who can do a much better job than this dinosaur called Cenlar. What a joke! Everyone should be filing a BBB complaint and a consumer complaint with their state attorney general's office against the mortgage lender. That will stop inflow of business and revenue into this black hole. Follow up: Staci. We don't need your platitudes. Publicly state whether you are able to expedite the check in your comment then I will consider giving you my contact info. I don't need to waste any more time with your company. read more

*** 8/10/21 UPDATE: My paperwork was finally processed today. I'd normally change the star rating but honestly, I only got help because I went public on Yelp, which is pretty sad. Basically, no one at Cenlar cared until I put up a review--not after all the calls and emails--and they could've helped me months ago but chose not to. The lesson: if you're having trouble with Cenlar, don't get frustrated and keep calling hoping someone will listen. Go online and write scathing reviews everywhere! I bet you'll get help in 24 hours? 7/30/21 Hopefully this review serves as a warning to someone. Cenlar is a really unprofessional company: false promises of following up and preparing paperwork, no accountability, nothing gets done. Cenlar is unfortunately my mortgage servicer... . They held onto paperwork for a month before I found out they hadn't received a back page to something and only found out because I called to see what was going on. It's been four months and they claim to still not to have it. I've resubmitted and called a few times. We just called again today and it was the same--"please submit your paperwork" response. read more

I cannot get them to send me monthly statements, nor get them to let me download them on line. They made me send in a request by fax or mail. I got it to them on April 6, 2021 and it is now July 27, 2021 and they still have not resolved this issue. read more

I new my loan would be sold after closing, and everything they said would happen, happened exactly on the time line, including a little time to set up payment of taxes with the county tax assessor. I really like their web site, should all details, calculator for paying down principle multiple ways, and a section to write secure messages instead of calling on the phone. I switched home owners twice, both times, both times they were on top of it - had a web site for me to upload the proof, and the paid from escrow. This is serious business, pay your mortgage, don't fall behind. I set up my account soon after closing and made an extra payment, and everything is going fine, The sent mail, and respond to messages on the portal. I'll refi in a few years, I do foresee any problems as long as you keep you account current. I read some other reviews about how they wanted too much documentation, i say, too many scammers out there, when scammers get over, it is you and I that pay in the long run, Cenlar is a good servicing company. read more

This company is a joke. I keep getting messages that my payment is kate even though I'm on auto pay. I've tried multiple times to reach out to them to figure this out. We even tried their chat feature. I've been on hold 3 times for 45min each with no answered. The chat is a joke as well. This is obviously a scam company. Idk about sending money to them anymore until they reach out to me read more

My mortgage originated as CitiMortage, a FDIC backed entity under the Fannie and Freddie umbrella. Those companies are offering for forego payments due to Covid 19 and add them to the end of your mortgage term. Cenlar bought my mortgage. They are not really offering help AT ALL. Truly not and industry leader! They are only offering to allow you to not make payments for two months, but in the third month expect you to pay all back payments in one lump sum! My husband is unemployed due to Covid 19. We are not going to have that huge amount of money in 3 months any more than we have it right now. This should be criminal. There should be a universal policy that all lenders follow in times of emergency. read more

If I could give this company no starI would. Can't get hold of anyone. Went through the menu only to be on hold for 26 minutes and then it disconnects my call each time. Unable to get hold of a human being. Our mortgage was paid ON TIME, however the insurance company contacted us to tell us that they never received payment and now the house is uninsured. Website is useless. Plan on contacting Better Business Bureau and licensing to report this. read more

The level of incompetence at this company is astonishing. I signed up for their budget draft program and got a confirmation that I'm all set, after one biweekly payment the automatic payments stopped happening and I started getting letters that my account is in default. When I checked online I found out that several of my payments were sitting in a 'suspense balance' on their side and not being applied to my account. I called and talked to their customer service rep about the issue and the guy didn't even know what their budget draft program was but assured me he would take care of my issue. He later completely miss applied my payments, and since then I have called and talked to their customer reps and supervisors at least 5 times (and counting) and no one knows what the heck they are doing. I had to do my own analysis to understand what mistakes they had made and try to *teach them* how to fix the problem and apply my funds properly after which they have me a 'completion date' by which they would take care of the issue, but of course they haven't. Now I am going to be calling for the 6th time and do it all over again. What a mess! read more

Beyond frustrated with this company. Paid my mortgage off in full on June 2, 2021. They sold my mortgage to bsi on the same day and did not give them the money. Now we receive late payment notices and constant calls asking for payment on a mortgage that we already paid off. Customer service is an absolute joke. If I'm able to get through to them and they don't hang up on me. They CANNOT answer a single question. They promise to call you back and NEVER do. read more

Below 1 Star the worst company and customer service ever! Avoid using them at all costs and look to a bigger better company for your mortgage needs read more

So, Claire responded to me on this site and things got worse. I got a loan for a duplex and that company sold my loan to Cenlar. Truly disturbing. In the middle of November, I received a demand letter for payment on my loan. I never heard of the company and thought it was a scam. I called my company and informed them they had been hacked and then they explained to me they are the new company. Tonight on 12/13/2022 Justice the manager verified they did Not send me a welcome letter. My original company took my November payment. They informed me Not to give Cenlar any money or any information as they will send everything to them. I thanked them and moved on. On December 1st Cenlar took a payment early. So, I thought. Then on December 5th they took another payment. I called to find out what was going on. They informed me it takes upto 60 days to get our money and so you are behind. They acknowledge they know I made my payment however they are so GREEDY they don't care they want their money now. Cenlar has Not communicated with the other company and I have had to play middle woman for the past 2 weeks. I explained to Justice tonight that Dorothy explained to me you have not sent a request for the money and you need to do that. He said he would but I still need to send them the money. I asked why and he stated because I am behind in my payments. I then asked Justice if you are requesting the money I paid and I send you a payment I double paid, so what happens to the money. He refused to answer the question and I asked twice. He then informed me they were going to start letting the credit bureau know I am late. I told him I had proof I paid, and I can send it to you. He stated no need to. No one informed me and Justice feels as though I should have somehow known and paid them and not the company I got the loan from. So sad. They have No care for people. They only want money whether you owe it or not. They refuse to work with me. They refuse to have any compassion, grace nor mercy even though they know I made my payment. Justice acknowledged it takes 60 days for all the transitions to happen, but in the end they do Not care and they want double payment. STAY AWAY FROM THIS COMPANY. I HAD NO CHOICE, Erica even acknowledge they changed my original contract which to me seems like that should be illegal. I set my payments to come out on the 7th of each month and they changed it to the 1st, because they want their money. read more

Hello. I am upgrading from 1 star to 3 stars because I did get through and received a message. There's still trust to be built. but thank you. Hello. I JUST recently was able to get a LOC with this company. The very first phone call I make... I get hung up on... then, I try calling back, and I am waiting for over 45 minutes and still no answer. NOT a good first impression. I hope that I get a message back on this, so I can get somebody to talk to. thank you. read more

I sold my house in NJ on 7/16/21 and moved to VA on 7/17/21. We never missed a mortgage payment in 25 years owning the home. CENLAR took over the loan during our last several years in the house. After closing on the house, the buyer's Title Company did not make the mortgage payout until 9/9/21, and subsequently fully took responsibility for the error even putting it in writing for us. CENLAR reported that we had missed payment and notified credit agencies to the same. I have been on the phone with them and credit agencies since we first became aware of this situation in August. CENLAR claims they called me, and the number they called was a former place of employment I had not worked at in over 6 years. Even with the Title Company putting in writing their error and that we had noting to do with this, CENLAR refused to alert credit agencies and told me I needed to dispute with them. I have done that and CENLAR still inaccurately reporting this issue. Now CENLAR continues to put me through their process of "reviewing this issue". I cannot get a hold of anyone with authority to speak to and have sent more than 20 messages through their Contact Us portal. This is the worst experience we have ever had with a mortgage company and will never recommend them to anyone. I am still pursuing this issue and will not cease until CENLAR rectifies this matter. The only reason I selected one star was because you cannot submit a No Star rating but that is what they deserve! Use a local mortgage company or a credit union. Avoid a corporation like this who has no interest in your well being or customer satisfaction. read more

I surely got the shaft from this company. I lost my job d/t covid. I called them for assistance with deference of my mortgage payments. I got notified from my credit bureau of a 46 point reduction due to late mortgage payment. I called them today and they told me I was never on deferment. I reached Out to them many times to be sure this was all good. Now I'm in the red and my score has been affected. I have been hung up on and was told I need to wait 1-2 business days to speak with someone. They are rude, pretty much called me a liar and have set me up for failure. Next step Attorney General. This company is a scam. read more

They are the worst mortgage servicer ever in my 30 years having a mortgage. No one to answer phone calls. Every year there is a shortage and the payment goes up. They have errors in there and of year statements and no one to clarifying anything with! read more

A lack of clear responses caused my loan to go into collections, even though I OVERPAYED to prevent this exact scenario. No one is reachable by phone. When I did reach someone, I was transferred among several reps over a one-hour, without resolution. There are no statements or collections actions visible online! How is this even legal? How can this be fixed? Edit: Most issues were resolved with a phone call after 30 minutes on hold. Cenlar really needs more phone reps, along with chat and email support. The website needs to be updated and streamlined. read more

By far the worst mortgage company. I've called them about 6 times in the past 30 days to request a mortgage note and a insurance binder, each time I am on hold for at least 45 minutes. Every time I speak to a representative and ask for a mortgage note and insurance binder they have no clue what I'm talking about and put me on hold for another 30 minutes at least! When I finally get a hold of someone they promise me it will be sent out via mail 3-5 business days and once sent the docs will be available online. Inconsistent information as well, they tell me they are not allowed to email these documents but when I called back and a representative named Cody tells me it can be emailed. It is now month 2 of trying to these documents which I needed urgently a month ago. By far the worst company to deal with. read more

I have yet to make this company understand that they billed a bank account that I never authorized to have billed. They are still charging me an NSF fee. However, I have submitted complaints with the BBB, the Office of Consumer Affairs, and the FTC. Please contact ALL of these offices if you are having problems with this company!!! They will MAKE them reply back and be held accountable for their action. Not to mention, if they have enough complaints, a class action lawsuit could be headed their way. read more

Like many people, we had some problems due to the pandemic and went on forbearance to help when work slowed and we eventually had to sell the house. Now that things are nearly back to normal, we are trying to buy a new house and I find out that they reported a 60 day late to the credit bureau....while on forbearance, which is illegal. I figured this was an easy mistake to correct and I should be able to do it quickly, but I can't find a single person to help. I get plenty of customer service people but they all say that it needs to be investigated. I don't have time for an investigation for something that isn't my fault. I will be out on the street if I can't get a loan very soon. I've tried to talk to a supervisor, but all they say is they can call back within 24 to 48 hours. This company is a joke and has zero customer service. read more

I had a financial issue for one month where I had insufficient funds for my online mortgage payments, which caused me to fall behind on my mortgage payment. Also, I had multiple failed online payments because I was short on funds. Because of the multiple failed online payments, according to Cenlar, I am not allowed to pay online or over the phone anymore, I can only mail in my payments. Well, I overnighted an entire mortgage payment in money orders and Cenlar has no record of receiving it. So, I already had financial issues, and now they are even worse because Cenlar lost my money orders for my payment, even though I sent it certified mail and it shows as delivered. This is insane. It would take me months to have Western Union refund those money orders. read more

This loan company seems predatory. Very limited ways to get in contact with someone. I can't reach anyone to assist me. They raised my monthly payment even though I made a lump sum to avoid the monthly increase. Extremely concerning and unfortunate that I had no say in this company buying my mortgage. read more

The worst mortgage service provider ever. Satay away. I am trying to repay my mortgage but Cenlar will not provide the necessary paperwork and original documents. The sheer incompetence of Cenlar boggles the mind. read more

We paid off our mortgage last January, 2019. Cenlar sent us the paperwork, etc. On our Citibank page, the loan was marked as owing $0.00. Then the normal February payment popped up. I called and emailed - nothing. Then that comment disappeared. Now it says we are past due! How can we be past due on a paid off loan! Soooo frustrating and no one will help! HELP! read more

As long as you set your monthly mortgage payment to Cenlar as Autopay (and have enough funds for the payments), and don't engage them to do anything for you, then you can live happily in oblivion and total ignorance of their worthless offers of help, lip services or whatever criteria they use to qualify their attempt to provide excellent customer service. In short, I took up their offer of forbearance help during the deep COVID months. When I stopped and moved back to normal autopay, the person who helped me, made a mistake on the dates for my resumption. Additional calls to help correct the mistakes added misery and at no time was I rude or anything. The whole exchange ultimately cost me to miss payments, tagged with late fee and other inappropriate fees. Escalating the issue compounds my frustration. I am very happy to be able to refinance and get them off my books. read more

cenlar said my property tax was sent to county by wire transfer on 12/14/20, but the county hasn't received my property tax as of today. My property tas is past due!!! I called cenlar customer service to ask for the wire transfer details but the customer service can't provide anything to me. I emailed the delinquencytax department but never received reply. I always wait mote than 30 min to speak to a representative but they gave me different answers. Their live chat asked me to contact county but county can't check anything if cenlar doesn't provide me wire transfer details. I have to spent a lot of time now to contact them everyday but still can't get my property tax paid successfully!!!! read more

I hate this company. Do not help you, every time you call, EVERY SINGLE AGENT give you a separate answer. It's impossible to get an honest answer or any help what do ever. I've been financed by 4 separate banks. This bank literally called me the next day of my payment due date. I make every payment the day before the grace period (15days) never had anyone from anywhere else call. But Cenlar calls every day to collect, but when you need help they give you the run around. I dread this company and desperately want to refinance. If you have a choice to pick a finance company.... don't pick this one read more

I can't give them a negative star or a would. Probably would give them a negative 300. Citimortage sold my mortgage to CENLAR. I got the notification and called to set up an account with them so I could pay my mortgage and was not able to online due to the new event of buying mortgages. They said not to worry because I had like three weeks to pay during the transition. That didn't sound right so I stated that I was uncomfortable not being able to pay my mortgage in on or near the first. Days later, I get a call like I'm skipping out on my mortgage payment from CENLAR, which I don't appreciate in the least. Don't get paperless because you will never know the phone number to call for customer service, btw, because it's not on their website. (Always the good sign of a good business, when you can't talk to them. I had to google the number) I'm trying to get my tax documents (because they don't mail them to you) and they have a new website tab posted on their old website. You have to register for their new website, which I did. I can't get the new website to load at all. I've tried over and over. I figure I need the tax documents so maybe they're on the old website anyway. Can't log in there either. It's telling me that when I put in my answer to where my husband and I got married it's wrong. (Obviously not wrong) Every time they tell me I don't know where my husband and I were married I get locked out for an hour or a day. That's ok, right? I don't really need this information in a timely fashion. Called to see if they could instruct me on what I was doing wrong logging into their two websites and the guy who answered the phone said he'd mail me the tax papers (why don't you do that anyway???) I can't believe this company is still in business. I would never choose this company of my own volition and I'm pissed that after paying my mortgage on time for 14 years with Citimortgage that I'm punished by being sent to this company. Trust people when everyone gives a company a one star rating. read more

One star is too high of a rating. Long hold times only to be hung up after waiting 25 minutes. Errantly taking money out of accounts. Just a horrible company. I am purposely refinancing to get away from them. read more

Worst experience with this mortgage company and I wouldn't recommend them to anyone. Trying to get through to them for days and they clearly don't care about their customers. Their system magically can't find my account or email address so I can't change my password. This Coronavirus stuff is affecting everyone and no one is available to take the calls, or to chat online. If I could give no stars I would read more

Hands down one of the most imcompetent and unethical businesses you can work with. Avoid at all costs. They will steal from you and overcharge you to close out lines of credit. I originally opened a home equity line through Citibank (another awful institution), then the servicing was transferred to Cenlar. Basically became a game of kick the can to the other company so that we don't have to honor the original contract and don't have to be accountable. Awful website, non existent service, unethical business model. AVOID, AVOID, AVOID. Hopefully they go out of business soon. read more

I refinanced my rental property and my new loan ended up with Cenlar. I had never heard of them, so I expected them to have a simple online portal like I was used to with Wells Fargo, who was my previous loan servicer. WHOA, was I wrong. I have been trying to set up autopay for over a month. Because it's a rental property, I have a bank account in the name of my LLC, and they are saying I need to prove it's my account. Fine. I went to the bank and got a statement showing I am the owner of the account. But getting that document over to them has been IMPOSSIBLE. I have had no less than 6 phone conversations with various representatives, I have live chatted, I have emailed directly to them and through their website, but nothing has worked. They asked me to FAX THEM PROOF THAT I OWN MY BANK ACCOUNT, but their fax machine doesn't answer on any of the lines that they gave me. I actually MAILED them the documents and signed up for some sort of extra payment system because it has been the only way I can figure out how to set up autopay, but somehow I suspect that will backfire as well. They are stuck in 1995, apparently. In the midst of all this, I keep trying to make my regular payments online, but their "new and improved" website doesn't work half the time. I made my most recent payment over the phone, it said it worked, but now the funds are magically back in my bank account. Somehow, I think even if I mailed them a check every month, they'd screw it up. I'm about ready to spend needless money to refinance to get the hell away from them because all this headache isn't worth a potential ding to my credit if I end up with a late payment due to their incompetence. But what if my loan ends up with them again? The horror! read more

I have never seen a company that has 1 stars like Cenlar. Can't agree more though. My experience has been so bad. We had a house fire and I had to fight Cenlar for 3 years to get money to rebuild the house. They fought hard to keep the money. It was a nightmare. Dealing with Cenlar was worse than a complete loss house fire. We even lost pets. Their customer service is a waste of time. They are poorly trained and the few that do seem to know what they are doing, are very limited what they can do. Multiple customer services people have told me that they don't have a supervisor they can send you to. read more

Worst lender ever!! Citi sold my loan to them and this is the worst service I've ever used!!! Avoid this company!!! Their online system is worst experience. Customer service very unhelpful. I'm refinancing my home and a current loan statement is required. However my July statement were missing online for a month, so I have to wait for the August statement to become available, which wasted a lot of time. This is mysterious I can see my June and August statement but somehow the July is missing?? And the customer service gave wrong suggestions and even disconnected me without providing solutions. DO NOT EVER USE THEM!!! read more